Investigating and defining customer requirements for ICT systems
This topic covers investigating and defining customer requirements for ICT systems. Learners will learn to analyse existing systems, identify needs and constraints, and produce clear requirements specifications.
Assessment criteria
Topic Overview
The City & Guilds Level 2 Diploma in ICT Systems and Principles for IT Professionals is a comprehensive vocational qualification designed to equip students with the foundational knowledge and practical skills required for a career in IT. This diploma covers a wide range of topics, including computer hardware, software, networking, database systems, and cybersecurity. It is structured to provide a balance between theoretical understanding and hands-on application, ensuring that students can confidently troubleshoot, maintain, and support ICT systems in real-world environments.
This qualification is particularly valuable because it aligns with industry standards and prepares students for entry-level roles such as IT support technician, network administrator, or helpdesk analyst. By studying this diploma, students gain a solid grounding in the principles of ICT, including how computer systems operate, how data is stored and managed, and how networks facilitate communication. The course also emphasizes the importance of security and ethical practices, which are critical in today's digital landscape.
Within the broader context of Computer Science, this diploma serves as a stepping stone for further study or direct employment. It covers essential topics that underpin more advanced concepts in programming, system analysis, and project management. Students who complete this qualification will have a clear understanding of how ICT systems are designed, implemented, and maintained, making them valuable assets to any organization.
Key Concepts
Core ideas you must understand for this topic
- →Hardware and Software: Understand the components of a computer system (CPU, memory, storage, input/output devices) and the role of operating systems and application software.
- →Networking: Learn about network topologies, protocols (e.g., TCP/IP), IP addressing, and the function of devices like routers and switches.
- →Database Systems: Grasp the basics of relational databases, including tables, queries, and the use of SQL to retrieve and manipulate data.
- →Cybersecurity: Recognize common threats (malware, phishing) and protective measures such as firewalls, encryption, and access controls.
- →Health and Safety: Apply ergonomic principles and safe working practices when using ICT equipment to prevent injury.
Learning Objectives
What you need to know and understand
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing ICT systems and processes using appropriate methods
- Analyse gathered information to identify customer needs
- Evaluate constraints affecting system design and implementation
- Control the investigation of existing and proposed systems and processes, Analyse information to identify needs and constraints
Assessment Criteria
Key criteria assessors look for in your portfolio
- Investigate existing systems and processes to understand current state.
- Analyse information to identify customer needs and constraints.
- Document requirements clearly and accurately.
- Validate requirements with stakeholders to ensure accuracy.
- Investigates existing systems and processes using appropriate methods (interviews, observation, document review).
- Analyses information to identify customer needs and constraints.
- Documents requirements clearly and unambiguously.
- Prioritises requirements based on business value and feasibility.
- Validates requirements with stakeholders to ensure accuracy.
- Investigate existing ICT systems and processes.
- Analyse information to identify user needs.
- Define constraints such as budget and time.
- Document requirements clearly.
- Describe methods for investigating existing ICT systems and processes.
- Analyse information to identify customer needs and constraints.
- Define clear requirements based on investigation findings.
- Document requirements in a structured format.
- Investigate existing systems and processes thoroughly.
- Analyse information to identify customer needs and constraints.
- Document requirements clearly and accurately.
- Validate requirements with stakeholders.
- Investigates existing systems and processes effectively.
- Analyses information to identify customer needs and constraints.
- Documents requirements clearly and comprehensively.
- Prioritises requirements based on business value.
- Validates requirements with stakeholders.
- Award credit for demonstrating a systematic approach to investigation, including selection of appropriate methods (e.g., interviews, questionnaires, observation).
- Award credit for showing clear analysis of information, with evidence of categorising needs and constraints.
- Award credit for producing a coherent summary of findings that distinguishes between functional and non-functional requirements.
- Plan and control the investigation of existing systems.
- Use appropriate fact-finding techniques (e.g., interviews, observation).
- Analyse information to identify user needs and constraints.
- Document requirements clearly and unambiguously.
Assessment Guidance
Guidance for achieving higher grades
- 💡Practice using techniques like interviews, surveys, and observation.
- 💡Learn to write SMART requirements.
- 💡Understand the importance of prioritising requirements.
- 💡Use a requirements gathering template to ensure completeness.
- 💡Ask open-ended questions to uncover hidden needs.
- 💡Always get sign-off on requirements before proceeding.
- 💡Use techniques like interviews and surveys.
- 💡Prioritise requirements using MoSCoW.
- 💡Validate requirements with stakeholders.
- 💡Use techniques like interviews, questionnaires, and observation.
- 💡Prioritise requirements using MoSCoW or similar.
- 💡Ensure requirements are SMART.
- 💡Use techniques like interviews, questionnaires, and observation.
- 💡Create clear requirement specifications with measurable criteria.
- 💡Prioritise requirements using MoSCoW or similar methods.
- 💡Learn different elicitation techniques (interviews, surveys, observation).
- 💡Practice writing clear and unambiguous requirement statements.
- 💡Understand the importance of traceability.
- 💡Use a structured framework (e.g., SWOT or PESTLE) to organise your investigation and analysis.
- 💡Always link identified needs back to evidence from your investigation to justify your conclusions.
- 💡Use a requirements template for consistency.
- 💡Validate requirements with stakeholders.
- 💡Prioritise requirements using MoSCoW or similar.
- 💡Always use correct technical terminology in your answers. For example, refer to 'CPU' rather than 'the brain of the computer' to demonstrate precise knowledge.
- 💡When explaining processes, use step-by-step reasoning. For instance, when describing how data travels over a network, mention packet switching, IP addressing, and routing in order.
- 💡Practice interpreting diagrams and scenarios. Exam questions often include network topologies or system configurations; being able to label and explain these will earn you marks.
Common Mistakes
Common errors to avoid in your coursework
- Failing to involve all relevant stakeholders in requirements gathering.
- Overlooking non-functional requirements like security or performance.
- Producing ambiguous or incomplete requirements documentation.
- Assuming requirements without consulting end-users.
- Creating overly technical documentation that stakeholders cannot understand.
- Failing to consider non-functional requirements like security or performance.
- Assuming rather than verifying requirements.
- Overlooking non-functional requirements.
- Poor stakeholder engagement.
- Jumping to solutions without thorough investigation.
- Overlooking non-functional requirements like security or performance.
- Failing to distinguish between needs and wants.
- Assuming requirements without proper investigation.
- Overlooking non-functional requirements like security or performance.
- Poor communication with stakeholders leading to misunderstandings.
- Assuming requirements without proper investigation.
- Overlooking non-functional requirements like security or performance.
- Failing to manage changing requirements.
- Confusing customer wants with actual needs, leading to scope creep.
- Overlooking non-functional constraints such as budget, legal, or technical limitations.
- Assuming requirements without user input.
- Overlooking non-functional requirements.
- Failing to manage scope creep.
- Misconception: 'RAM is the same as storage.' Correction: RAM (Random Access Memory) is volatile memory used for temporary data while the computer is running; storage (like HDD or SSD) retains data permanently even when powered off.
- Misconception: 'The internet and the web are the same thing.' Correction: The internet is a global network of interconnected computers, while the World Wide Web is a service that runs on the internet, allowing access to websites via browsers.
- Misconception: 'A firewall is enough to protect a network.' Correction: Firewalls are a key component of security, but they must be combined with antivirus software, regular updates, user training, and other measures for comprehensive protection.
Frequently Asked Questions
Common questions students ask about this topic
Pass / Merit / Distinction Evidence Checklist
How your portfolio evidence is graded for CITY & GUILDS LIMITED Investigating and defining customer requirements for ICT systems
Every vocational unit is marked against named criteria rather than an exam percentage. Your tutor's brief lists the exact codes for this unit — here is what each band is asking you to do.
Demonstrate baseline knowledge, accurate terminology, and core practical application.
Provide detailed analysis, structured explanations, and clear workplace reasoning.
Deliver thorough evaluation, original problem solving, and fully justified recommendations.
Before You Start
Prior knowledge that will help with this topic
- •Basic understanding of computer operations (e.g., using a PC, saving files, browsing the internet).
- •Elementary mathematics skills for understanding binary, IP addressing, and data storage calculations.
- •Familiarity with common software applications like word processors and spreadsheets.
Coursework AI Review
Paste your assignment brief and check your draft against its P/M/D criteria
Key Terminology
Essential terms to know
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigate existing systems and processes, Analyse information to identify needs and constraints
- Investigation techniques
- Requirements analysis
- Constraint identification
- Feasibility assessment
- Control the investigation of existing and proposed systems and processes, Analyse information to identify needs and constraints
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